If you’ve got your in-house IT team performing helpdesk chores while addressing all the other technical demands on your organization, don’t be too surprised if the recipients of that helpdesk assistance come away with an unfavorable impression. Let’s look at three bad messages your in-house helpdesk might inadvertently convey.
Delayed response: “We don’t care.” When someone sends a help ticket, it means that they’ve encountered a frustrating problem that keeps them from doing their job. While you can’t be expected to field every help request instantly, you must (at the very least) let that person know that you’ve received the request and will get on it ASAP. The more critical the issue, the quicker your response needs to be.
Failure to resolve: “We lack skills.” First call resolution is a huge deal in the IT helpdesk world, and for good reason. Few things are more maddening than struggling with a technical issue, only to discover that the first respondent to your help ticket can’t solve the problem on the initial try. It can’t be helped sometimes, but it still makes your team look unskilled or inexperienced. Maybe you could only assign your junior staff to the helpdesk, or maybe your team is just stretched too thin to work quickly and efficiently.
Fumbled escalation: “We don’t have a system.” The only thing more frustrating than having a helpdesk worker fail to solve the problem is seeing the trouble call escalated in a slapdash manner. When your IT helpdesk’s escalations proceed in a confused or uncoordinated way, it tells your clients or employees that your team members lack a coherent, effective system for communicating with each other and solving problems.
How can you stop sending these unintended signals? Contact Gravity Helpdesk, and let us devote our expertise and experience to dispatching and solving your low-level trouble calls!